Bass Services, Inc.

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]
  We have made an effort to reach out to you to resolve this issue. Please call our customer service team directly if you have any questions at [redacted]   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Dear [redacted], Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement.We do understand that you have reviewed the policy’s terms and where it shows that although rust and corrosion may be normal part of a failure, it is excluded from our policy.We do not want to lose you as a customer however we are not able to change the terms and conditions of the policy.Please contact our Cancellation Department at ###-###-#### if you chose to cancel your policy.We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.Regards,Choice Home Warranty

Complaint: [redacted]
I am rejecting this response because:
There was no correspondence regarding a test that needed to be completed by the owner.  I have had the same issue with the a/c unit since 2012.  Each time there is an issue with a leak, and for 4 years, I was not told that this test needed to be done in order for the unit to be covered.  If this is the case, why wasnt service rejected back in March 2016? Also the years 2015, 2014, 2013, and 2012 that Ive had it serviced?
Regards,
[redacted]

Dear [redacted],Per the policy, Section Letter F. #19 states that CHW is not responsible for the technician’s negligence.  We did review the previous claim and it did not state that the technician replaced your pump, it stated that “the housing of the pump needed a drain plug and an “O” Ring”.  CHW did authorize this repair for you and did have [redacted] complete the repair.If you feel as though that company did something to the motor to make it break in any way, we do ask that you contact the company who is responsible, the number is [redacted].In reference to the service call fee that the last technician did receive; this fee is due for any claim that a technician goes out to unless it is within 30 days of the prior claim.  As a goodwill gesture we have added a onetime free service call fee to your policy but please keep in mind that you will have to pay for each service call no matter if it is covered claim or not.We do hope that you get this resolved as quickly as possible.Regards,CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your policy, I do see that HWA has paid out for both claims that you have had.  The total amount of paid claims for this policy is $379.04.  You purchased the policy in the amount of $375.00 and per the policy Section L. Cancellation it states that by breaking the agreement with HWA, you will be charged an administrative fee of $50 as well as paying back to the company the amount that they had paid out on claims. Please see the policy section below:L. CANCELLATIONThis is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. You maycancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by HWA.This contract shall be non-cancelable by HWA except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of HWA and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50administrative fee and any service costs incurred by HWA.All cancellation requests must be submitted in writing.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as cancel for a full refund within this time period.  Per our policy Section A. Coverage #3, CHW does expect all units that come into the policy in proper working order.Best regards,CHW

Dear [redacted],Although your unit may have been working before you submitted the claim does not mean that the unit was not failing prior to the policy’s start date.  Please see section F. Limitations of Liability #1 that states, CHW does not cover any known or unknown pre-existing issues.  The technician stated to us that the washer had a defective lid switch and pump; the dryer had a defective timer and start switch.  There is nothing documented that there was a sock stuck in anything.CHW cannot approve a claim that is not covered under our policy however we are willing to provide you with a full refund of the policy that you have paid.  Your policy is $37.50 a month and has been in effect since 1/29/16 with an initial payment of $37.50.  We are offering as a good faith effort to resolve this for you to provide you with $112.50 a full refund of your policy.We have documented the policy and if you would like to accept, you can contact us and we will process this for you.Thank you,CHW

Complaint: [redacted]
I am rejecting this response because:   CHW has absolutely no consistent policy at all.  What reimbursment policy.  This is the very first time anyone has mentioned a reimbursement policy that I can remember.  CHW has told me at least 3 different times they would not reimburse me the $150.00 that I paid to their con man of a technician.  CHW has basically admitted that their con man tech was negligent by quoting their " Section F: Limitations of Liability....CHW not responsible for "TECHNICIANS NEGLIGENCE". By quoting this CHW is saying they could send any BOZO of a tech to my house that could basically, "negligently" burn my house down and I would be responsible for it.  I would wish that CHW would ADVERTISE this to all their current and future customers. I could pretty much guarantee they'd be out of business within a month.I want my $480.00  that I paid for the original contract PLUS the $150.00 I had to pay to their self admitted incompetent tech.  I would LOVE for the Revdex.com to post any or all of CHWs and my experiences and CHWs unwillingness to take responsibility for sending, in their own words, an "incompetent technician." I would also like to note their terrible customer service service.  I must have spent between 10 to 15 hours ON HOLD just trying to go through their process of customer complaints. This is one of the worst run companies I've dealt with in 18 years of home ownership.Sincerely,
[redacted]

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted].   A review of the claim shows that the claim was handled properly. After the part was ordered in accordance with the diagnosis initially, it was determined that the part wasn’t accurate and the unit couldn’t be repaired. Section Letter F, Number 16 states, “We reserve the right to offer cash back in lieu of repair or replacement in the amount of Our actual cost (which at times may be less than retail) to repair or replace any covered system, component or appliance”. As the CHW was attempting to work with you and further explain in detail the amount, you disconnected the call. This was also done during a previous conversation when you were speaking with a manager at CHW who was attempting to explain the parts being ordered, the shipping and arrival date. An email was sent to you advising that the call was disconnected prior to the request being processed and a request that you call the team back directly to assist you. You may call the CHW customer service team directly at ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home...

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your claim, I do see that CHW was able to provide you with a goodwill gesture for your claim in the amount of $400.00.  The technician advised us that the dual cap was bad and needed to be replaced after that was fixed, we see that he had to return to the home and it is documented that the reversing valve was bad and that too needed to be replaced.  Per our policy Section D. Coverage #5 excluded is “…valves…”. The second issue with the unit was the compressor and it was again documented that the reversing valve caused the compressor to overwork, over-amp and over –heat.  Per our policy, this is considered to be secondary damage and not a covered claim.  Please see Section F. Limitations of Liability #19.We do apologize for your frustration with this claim, we are happy that we were able to provide you with a good faith effort to assist with the claim.  We are not able to assist with the rest of the claim due to the restrictions of our policy.As an extra good will gesture we can provide you with a onetime free service call fee for your next claim.CHW is in full compliance with the terms and conditions of our policy.Respectfully,CHW

We don't require maintenance records but suggest records in an attempt to review claims. Although we realize that you may not have records, often times our customers are able to obtain the documents directly from the company. This is an option that we offer to our customers in an attempt to review the claim and perhaps offer coverage. We also extend our apologies that you weren't aware of the 30 days for the customer advocate to respond. You, as all of our customers are extremely valued and we want to do the best we can to get back to you in a timely manner. If you are able to attain the records please send them to [redacted] Regards, CHW

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted] and find that this resolution is satisfactory to me.
  There is an affidavit that my husband will sign, have notarized and send back to the business.  This affidavit states that we will receive a settlement within 30 days, subject to closing otu this claim.  I would like to reserve the rightto re-open this claim in the event the settlement funds are not received.  Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me pending clarification by Choice Home Warranty for statement below.Take note: The release of the original $400.00 was requested/released 2/21/2018 per a phone conversation with Choice Home Warranty. Check to be issued 30 days from 2/21/2018 and issue date not to be reset due to the revised offer of $500.00. Anticipated check release on or before 3/21/2018 and for Choice Home Warranty to provide notification of release of check.
Regards,
[redacted]

[redacted]CHW will be able to provide you with a goodwill gesture but we cannot provide it to a policy that is past due.  We sent you a form to sign and you did not return it to us also you did not update the payments.  If you would like a goodwill gesture we would have to have the policy in good standing. as stated in our previous statement.A goodwill is not a covered claim, it is an offer to assist in good faith.  Our system will not allow us to provide a goodwill on a policy that has been behind in payments.Thank you,CHW

Dear [redacted], The pictures that we received and had our inside technical staff go over along with the diagnosis shows us that this is not normal wear and tear. The diagnosis stating that the compressor has grounded shows a lack of proper routine maintenance, the condenser is rusted and oxidized in poor condition which is not covered under our policy, Section F. Limitations of Liability #8. If there is any type of failure that is caused by rust or corrosion, normal or not, CHW does not cover it. Please feel free to provide us with the second opinion that you have and we can review. Please have your tech contact us at ###-###-####. Thank you, CHW

[redacted],Prior to your policy start date, you were provided 30 days to review the policy.  In the 30 days, if you did not agree to the terms and conditions of the policy, you were then permitted to cancel without any fees; it would have been a full refund. However, you chose to stay with our company and since then we have covered $862.49 for this policy in which you paid $400.00.CHW’s policy Section F. Limitations of Liability #16 states that we are permitted to provide you with the cost in lieu of repair.  The amount of the repair was $ 499.12 however we increased the amount per your request and provided you with the amount of $549.99 upon your approval on 1/26/17.  We are not able to increase the offer any more than we have.  Per the conversation you had with one of the managers, you did agree to the amount.Once the amount has been authorized, the check will automatically generate in 30 days. We do regret your frustration however CHW is in full compliance with our terms and conditions.Thank you,CHW

Dear Mr. [redacted],
We do regret any frustration that you have endured with this claim. It was not our intentions to upset you or “insult” you. We have noted that there were Customer Service Specialists that were rude to you and we are going to have our Quality Control Manager review over the calls to correct any type of rude behavior, this is not something that CHW condones and we do apologize for their behavior.
In regards to the claim, CHW receives the diagnosis from the technician and our inside technical staff will provide the outcome of the claim based upon the diagnosis, conversation and pictures (if any were taken). This claim would be covered for the primary failure as we stated. We do not cover for issues that are secondary to the primary. This is stated in Section F. Limitations of Liability #19.
In regards to the policy, we are offering you a full refund of the amount that you paid of $400.00, we understand that this policy is not something that you agree with and rather than provide a pro-rated refund, we are willing to provide a full refund.
Kindly contact our office at ###-###-#### and we will send you a form to sign to receive the credit of the full refund.
Regards,
Choice Home Warranty

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your clam we do see that CHW has covered the portion that was the initial failure to the system which was the blower wheel.  The blower wheel came apart and locked up the motor, this caused the motor damage.  Per our policy, we do not cover failures due to secondary damage and being that the motor was damaged by the blower wheel, CHW paid for the blower wheel to be fixed and you would be responsible for the motor damage.We do regret your frustration however; CHW is in full compliance of our terms and conditions of the policy.Regards,CHW .

Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously.  Choice Home...

Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your policy that was purchased on 6/26/15, you showed CHW a proof of coverage to start the policy early, Your coverage started on 6/29/15.  In order for you to have the full money back for your coverage, you would have to wait the full 30 days prior to the coverage start date.  Since you chose to have the coverage start before the 30 days, you are not entitled to a full refund because you did not wait the 30 days for the policy to begin.  Your policy has been given a credit to the credit card on file in the amount of $1075.00 this credit was given to you on 7/24/15. We do apologize that you were not happy with service.  CHW is in full compliance with our policy that states in section L. Cancellations This is a maintenance agreement for repair, replacement, or partial replacement of the products listed that are deemed manufactured or sold by the manufacturer. This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.  You may cancel within the first 30 days of the order date for a refund of the paid contract fees, less a $50 administrative fee and any service costs incurred by Us. This contract shall be non-cancelable by Us except for:1. Nonpayment of contract fees;2. Nonpayment of Service Fee, as stated in Section III;3. Fraud or misrepresentation of facts material by You to the issuance of this contract;4. Mutual agreement of Us and You. If canceled after 30 days, You shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and any service costs incurred by Us.  All cancellation requests must be submitted in writing.We do appreciate your feedback as this does help us with our customer service and service providers.

Complaint: [redacted]
I am rejecting this response because: The written statement provide by [redacted] heating and Air contradict what you indicate they sent you. Rust was minimal and there was no crack in the manifold. In fact the service person never inspected the unit and stopped when he saw a soot stain on the exterior of the unit. He took a picture of that stain and sent that to you indicating probable "Blow Back" from cracked manifold. He never went beyond that. I told him (Service Person) that the soot he took a picture of was from my match, on repeated attempts to lite the pilot. It was like he never heard me. He kept saying my unit was old and dangerous and needed replacing and gave me an estimate of $2,400. He did noting more than take a picture and send that to you (CHW). CHW rejected the claim and the next day I requested a claim review. Later that next day a claims manager called and said they would approve only $400 for labor on the furnace replacement.In my investigation with [redacted] on their total invoices to CHW I found that [redacted] Heating and Air Billed CHW $400 for that service call. $400 for doing nothing. What I want is an additional refund of $400 for the fraudulent charge from [redacted] for services they did not render.
Regards,
[redacted]

Complaint[redacted]
I am rejecting because : I have reached out to them for refund and was told they would not refund me.THey also said if they fix the problem I have to sign release which I will not doTHey can mail me my refund I do not want to have any further interactions with this company
Regards,
[redacted]